Shipping & Delivery

Processing and Shipping

Your order will be processed and shipped within 1–3 business days (Monday–Friday). We strive to ship all orders as quickly as possible. If you need to make any changes to your order or address, please contact us immediately at support@charlotteandme.com or via the contact form on our website.

Once the carrier has picked up the package, it is no longer possible to halt the shipment or make alterations. As soon as tracking information becomes available, you will receive a tracking code by email.

Some shipping companies may take longer to update tracking details. If your order was placed more than 5 business days ago and tracking information is still unavailable, please contact us.

For logistical reasons, items from the same purchase may be shipped in separate packages. If this occurs, don’t worry — you will receive the remaining items shortly.

Shipping Time

Delivery time varies by destination. Our typical shipping times are:

  • United States / United Kingdom: 3–10 business days
  • Other international destinations: 7–14 business days

Shipping times exclude customs delays and do not include processing time. These timeframes are estimates; your order may arrive earlier or later than expected. Please monitor your tracking updates.

Charlotte & Me cannot assume liability for delays caused by customs, weather, or other factors beyond our control. We appreciate your understanding if unexpected issues occur.

Shipping Costs

All shipping costs are calculated at checkout based on your shipping address and the package weight.

Shipping to Over 200 Countries

We proudly offer worldwide shipping. However, there are a few destinations we are unable to serve. If you encounter issues during checkout, please contact us.

All orders are fulfilled from our warehouses in Europe and Asia. The shipping origin depends on product availability and the fastest route. Charlotte & Me reserves the right to select the dispatch warehouse, ensuring no additional cost beyond what was paid at checkout.

Taxes and Duties

Depending on your country, import taxes or customs duties may apply. Charlotte & Me is not responsible for any customs fees, delays, or incorrect shipping details provided by the customer. All applicable taxes, duties, and import charges are the buyer’s responsibility.

If a package is refused due to unpaid customs or import fees, no refund will be provided. If a package is refused for another reason and successfully returned to our warehouse, a refund may be issued according to our Return & Refund Policy, minus shipping and return costs.

International Shipping, Packaging & Compliance Disclaimer

  • Packaging & Labelling: Packaging may follow the standards of the country of origin and may not include all local details or translations.
  • Regulatory Variations: Consumer protection and labeling laws vary by country. Compliance is ensured in the product’s country of origin.
  • Buyer’s Responsibility: By purchasing, you acknowledge that you are importing goods for personal use and accept responsibility for verifying compliance with local regulations.
  • Product Safety: All products are sourced from reputable suppliers and undergo quality checks. Manufacturer compliance documentation is available upon request.

Delivery (Please Check Your Address Carefully)

We do not deliver to P.O. Boxes. Please verify your shipping address before completing your order. Once an order has been processed, we cannot guarantee that delivery details can be changed.

If delivery is unsuccessful due to customer error (incorrect address, absence, or failure to collect the package), the parcel may be returned to our warehouse. It will be stored for up to 30 days, during which the customer can request reshipment by paying the new shipping fee.

Refunds will not be issued in these cases unless the package is successfully returned in resellable condition, in which case return fees and shipping costs will be deducted.

Returned Packages

If a package is returned due to refusal, failed delivery attempts, or incorrect address, it will be held for up to 30 days. The customer may request a reshipment by covering the shipping fee. If no action is taken, the order will be considered abandoned and no refund will be issued.

Order Cancellation

If you wish to cancel your order, please contact us immediately. Orders are quickly processed, so cancellation is not guaranteed. If processing or shipping has begun, you may request a return after delivery.

Lost Packages

For orders without Shipping Protection, lost packages are covered by Charlotte & Me after carrier investigation. Once confirmed as lost, customers may choose between:

  • A replacement shipment
  • Store credit for the total value
  • A full refund

Damaged or Opened Packages

If you receive a damaged or opened package, please take photos before opening and contact both the carrier and us at support@charlotteandme.com.

Shipping Protection Policy

At Charlotte & Me, we want every package to arrive safely. While our standard policies cover defective products and confirmed undelivered orders, our optional Shipping Protection provides extra coverage and faster resolutions for unexpected issues during transit. By selecting Shipping Protection at checkout, you gain access to an enhanced coverage program that goes beyond standard shipping responsibilities.

What Shipping Protection Covers

  • Damaged Packages: Item arrives unusable due to damage in transit (clear photos required).
  • Lost Shipments: Tracking shows no delivery, or the order was sent to the wrong address and cannot be recovered. Claims may be filed after 7 days without tracking updates, resolved quickly without waiting for lengthy carrier investigations.
  • Stolen Shipments: Tracking shows “Delivered,” but the package was not received. Evidence (e.g., photo or video proof) may be requested.

Why Add Shipping Protection?

  • Priority Handling: Claims are processed before standard claims.
  • Faster Resolutions: No need to wait weeks for carrier investigations. Most claims are resolved within a few business days.
  • Flexible Store Credit: If a replacement isn’t possible, store credit can be issued immediately.
  • Peace of Mind for Fragile/High-Value Items: Extra reassurance when ordering items more at risk during shipping.
  • International Advantage: Especially valuable for international orders with longer transit and customs delays.

Resolutions Available

  • Replacement – A new order at no cost.
  • Store Credit – Equal to the item’s value, to use at your convenience.
  • Refund – In limited cases, a refund to the original payment method (excluding shipping and protection fees).

Exceptions to Coverage

  • Packages shipped to an incorrect or incomplete address provided by the customer.
  • Packages returned to sender after failed delivery attempts, refusal, or unavailability.
  • International shipments delayed or held in customs.
  • Quality concerns (handled separately through our support team).
  • Claims filed more than 30 days after last carrier scan or delivery.
  • Delays in expedited shipping not caused by loss or damage.
  • Packages stolen after confirmed delivery inside the customer’s property.

Important Notes

  • Once a package is marked as Delivered by the carrier, responsibility ends unless Shipping Protection was purchased.
  • If there is no secure mailbox or safe place at the property, neither the store nor the carrier can be held responsible for theft after delivery.
  • Shipping Protection must be purchased at checkout; it cannot be added retroactively.

Common Agreement

By placing an order with Charlotte & Me, you acknowledge and agree to these shipping and delivery terms.

Questions?

For any questions, contact us at: support@charlotteandme.com